osTicket vs. Raiseaticket

osTicket is very well suited for small to medium environments where the budget might be tight or a complex system isn't desired. The basic pillars of osTicket being that it is simple, lightweight, reliable, open source, and best of all free really make osTicket a great alternative to higher-cost customer support systems. While osTicket does have shortfalls which would be bad for some environments—like not offering social media integration, lacking a flashy user interface, no detailed analytics (satisfaction, performance, etc.), no live chat/messaging, and any detailed customization requires PHP knowledge—osTicket is a great free and simple support system without the extra features and costs the alternatives offer.

Incentivized

Raiseaticket definitively serves its purpose, It's already hard to run a customer service, and imagine if you have to maintain a CRM along with this, that's where this tool comes into the picture they'll manage the CRM for you while you can focus on the customer support. It's well suited for interacting with customers and helping them to resolve their issues quickly which led to greater feedback. Sometimes customization can be trickier as the userbase grows over time.

Incentivized

• Web based, so available from any web browser
• Free - no cost to the organization to buy
• Runs on linux - solid, secure, free

Incentivized

• Analysis of category of tickets.
• Cheap Pricing with great support.
• Multiple channels to create tickets.
• Customisation of SLAs with ticket types.

Incentivized

• osTicket's hosted version is expensive and customization is kind of hard to come by. So, unless you have programming-proficient developers on hand (we do!) you will need to accept the options that you are paying for.
• osTicket's community forum has had some bugs recently as they have rolled out a new platform for it. For people who rely on the community forum extensively, this is a set back. Again, this is more of an issue for those using open source and not the SaaS version.

Incentivized

• Some times slack notifications frequency is not correct.
• Email templates should be provided.
• Also it will be great to have a macro function like excel where people can record the tickets to auto assignment.

Incentivized

It does well what I was looking for on a ticketing tool

I am familiar with osTicket and this allow me to teach all the staff and support them whenever they have any concern regarding the usability and following processes.

Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support

Incentivized

Grant all prerequisites are met, before installing to avoid any issue during the installation

This company wanted to first explore how a ticketing/support system could benefit their organization before investing [in] a solution. Firstly osTicket is open source and doesn't have a license fee and secondly, because of [its] simplicity, it is quick to implement in the organization. These were the key 2 drivers to choose osTicket. Of course, there are trial versions of the other products available but the implementation time needed is longer since their functionality suite is larger than what osTicket offers. Those extra features aren't needed (yet) so that is the third and final reason why osTicket was chosen and probably will stay until the need for more functionality arises.

Incentivized

Freshdesk is also free to use like Raiseaticket. But when it comes to supporting quality Raiseaticket wins. I had several issues while using Freshdesk but their support team never replied to tickets on time. Sometimes they don't reply to tickets and later close them from their end. When choosing a software you should have knowledge of both pre-sales service and post-sales service quality of the software so that you can choose the right one. So this way Raiseaticket wins from Freshdesk.

Incentivized

• Works well as a centralized support system for the businesses IT.
• The support team can evaluate all tickets that come in and easily evaluate priority, details, etc.
• If the escalated development team can be limited to their assignments only allowing them to retain focus.

Incentivized

• Reporting has been a great asset to management.
• Improved SLAs.
• Improved time management of the teams.